Elevating the Customer Experience Paradigm in the Digital Landscape

Coleen Calapis

Coleen Fillon-Calapis has been a champion for customers for over 15 years now; with 9 years of it spent at Lexmark International, 5 years at Aboitiz Power, and a few other years in school administration, customer support, and start ups. 

Her knowledge and experience in product lifecycle, customer service, information development, project and product management, technology, and people management have all been instrumental in driving strategies, engagements, and projects forward.

She loves solving customer problems. With her current role as Manager for Customer Experience Solutions Delivery at Aboitiz Power Distribution, she has been spending time understanding customer needs, identifying pain points in collaboration with the team’s data analyst and value lead, and with input from subject matter experts in the distribution utilities. Her mission is to execute effective strategies by delivering innovative solutions that are aligned with the company’s strategic goals, and that ensures that customers, especially for a service like power and utility, feel taken care of.

2024 Speakers and Facilitators

Cathy Santamaria

Chief Customer and Marketing Officer

Bank of the Philippine Islands

Iris Yacat

Chief Operations Officer and Chief Customer Experience Officer


Aaron Dela Paz

Chief Experience & Operations Officer

AllCard Inc.

Venn Jude ‘VJ’ Francisco

Chief Experience Officer

Metro Pacific Tollways Corporation

Lionel Gacad

Chief Experience Officer

GoTyme Bank

Gino Riola

Chief Marketing and Sustainability Officer

Allianz PNB Life Insurance Inc.

Rowena Zamora

Chief Strategy Officer

GCash (Mynt - Globe Fintech Innovations, Inc.)

Rey Lugtu

Chief Executive Officer

The Hungry Workhorse

Ley Tapang-Garcia

Vice President and Head of Customer Experience and Analytics

PLDT Global Corporation

Abigail Ho-Torres

Assistant Vice President - Head, Customer Experience

Maynilad Water Services

Sam Tolentino

Head of Training, Quality & VOC – CESG

UnionBank of the Philippines

Paul Velasquez

Head of Customer Experience Management Operations

GCash (Mynt - Globe Fintech Innovations, Inc.)

Coleen Calapis

Head, CX Solutions Delivery

Aboitiz Power

Glenn Ong

Director, Customer Experience

Cebu Pacific Air

Lester San Antonio

Director of Business Development SEA


Eric Loh

Customer Experience Specialist, Asia